Bad customer service

[fred parenteau]

The CX ( customer experience ) is really bad. I was expecting Adobe to be above the standards. Adobe is a huge company and I believe the customers should be offered a better service.
This morning I tried to share some work with colleagues using Adobe XD. It wasn't possible. I tried a long time to reconnect and It mean't rebooting my Mac and everything.
As a user I expect to receive proper feedback from the system if something is not going well with the tools. I should be inform that somethings is happening...right? This is basic UI design.
After trying for ages I finally called the Customer Support. I've waited 28 minutes to talk with someone. That means 28 minutes listening to poor quality music. It felt like I was in an elevator in 1982. The person that talked with me couldn't understand what I was saying. It was the same on my end. Couldn't hear nothing. The connection was very bad. The person finally hung up!
Sofar I spent 3 hours trying to find out what is happening. I finally got to talk with someone on your help chat. He simply told me, retry in 4 hours.
Really? That's it?? No explanations, nothing??
I am angry. If your products were cheap, I wouldn't be expecting the service to be awesome.
I believe you should do a deep review of the way you handle your customers!

[Manan Joshi · Accepted solution]

Hi there,

Currently Adobe servers are experiencing some issues, the team is working on fixing it. You can monitor the status at the following link

https://adobe.ly/2xSSmlE

It seems your issue might be related to these server problems. Try once you see the server issues resolved

-Manan

[garyhowell66]

40 minutes on hold and counting.  Worst download experience in 20 years! Shame on you Adobe for a poopoo (OMG because I used a "bad word" I had to fix my post...seriously) download and activation experience.

[Abambo · Accepted solution]

When there is a general blackout, you need to be prepared that the support lines are simply overwelmed. Please look here for a status update: https://status.adobe.com/ . Support can't say more for the moment. Adobe is aware of the problem and is working hard to solve it. But please be patient.

[toms11838730]

Where can we moan about Adobe customer service.

It is nothing short of horrific.  Your CS service is outsourced to a low cost centre.  They understand nothing about your product, they say they will reply and dont.
They dont send you the feedback form as tnhey know you will give them a low rating.
Adn your adobe form fill product doesnt even work but its too arhd for them to reply.
i hope Adobe senior manegemtn get their act together on this or you go the way of Kodak.

[Fashion Group21796938ipef]

I totally agree with You. The person who i got to talk to after 10 min waiting, deliberately hung up on me without helping me anyhow. 

I do believe that costumers should be allowed to review the costumer service. 

It is a shame.